About the job

Main Responsibilities & Accountabilities:

Job Purpose

Manage efficient and compliant Order to Cash (O2C/COMET) processes and customer-centric activities

Responsibilities include empowering teams to optimize daily operations such as Customer Fulfillment Support (S&OE process); SC Customer Engagement, Order to Serve processing  contact center management, order, and claim reconciliation

Additionally, managing relationships with reverse O2C and logistics internal & external partners, ensuring proper customer crediting, and compliance with internal and SOX controls are key tasks

The focus is on optimizing stock processes, streamlining the S&OE process, and enhancing SC Customer Engagement to improve overall customer experience in the fulfilment process

 

Key Accountabilities

 

Order to Cash Process Activities

Managing E2E order to serve processing COMET to ensure timely fulfilment and process adherence

Manage daily operations efficiently and effectively

Implementing lean principles to streamline order fulfilment processes and reduce lead times for OTIF improvement

Optimizing stock processes to minimize stockouts and excess inventory

Streamlining the Sales and Operations Execution (S&OE) process to enhance D2C and forecasting planning

Ensuring proper customer crediting in compliance with internal policies and SOX controls

Conducting regular audits of logistics operations to identify inefficiencies and areas for improvement

Developing contingency plans to mitigate risks such as supply chain disruptions or transportation delays

Implementing sustainability initiatives to reduce the environmental impact of logistics operations, such as optimizing packaging and transportation methods

Analyzing sell-in and sell-out data to understand market demand and adjust production and distribution accordingly.

Monitoring stock in trade levels to ensure optimal inventory management and minimize carrying costs

Analyzing SISO data to identify sales trends, market opportunities, and potential risks.

Continuously evaluating and adjusting SIT and SiSO strategies to meet changing market conditions and customer demands.

Defines backorders policy and prioritization decisions with trade

 

Simplification

Drive development & execution of simplification plans

Ensure simplification benefits are realizable & tracked 

 

Collaboration

Engaging with key stakeholders to ensure alignment and collaboration across the organization.

Contributing to trade and pricing initiatives to optimize root-to-market strategies and distribution costs

Analyzing customer feedback and order data to identify opportunities for process improvement and enhance customer satisfaction

 

Process Effectiveness & Analytics

Monitor the E2E fulfilment process running a defined set of reports and analysis to detect issues/inefficiencies and drive continuous improvements

Implementing performance metrics and KPIs to track the effectiveness of customer fulfilment and logistics operations and drive continuous improvement efforts

Communicate root cause analysis of issues found

Executes additional process analysis when requested

Support local team with reporting & KPIs

Prepare/extract KPIs for fulfilment processes

Support month end closing to ensure all steps defined in the local policies are properly executed

SISO & SIT consolidation & analysis

Manage VMI customer analytics & replenishment (where relevant)

 

Outsourced Activity Governance (where relevant)

Orchestration & governance of outsourced back-office activity

 

About you

 

Skills/Expertise/Experience:

 

Bachelor’s degree from an accredited college or university

3+ Years of experience in range of Customer Fulfilment (incl. Customer Facing) activities, ideally in Biopharma industry

English language fluency, and Local language

Preferred Skills/Expertise/Experience:

 

Knowledge of upstream Biopharma processes

Strong understanding of downstream Biopharma processes and local trade environment

Understanding of how to effectively engage external customers

Understanding of Customer Experience principles

Understanding of cost to serve finances and the ability to drive/track Customer Fulfilment improvements

Excellent systems (SAP, CCM, MS Office) skills

Strong project management skills

Strong analytical skills

Skilled in scenario planning, risk/benefit analysis, contingency planning and problem solving

Strong willingness to drive change as well as good internal marketing and communication skills

Strong negotiation and communication skills

Demonstrated high standards of integrity, professionalism, and commitment

Ability to motivate and influence resources that do not report directly to incumbent

Strong team facilitation and relationship building skills

Demonstrated ability to anticipate future consequences of scenarios and identify mission critical issues

 

Functional Competency Requirements:

S&OE process management - Advanced

Managing claims - Intermediate

Managing orders - Intermediate

Managing transactional & commercial customer data - Intermediate

Developing customer fulfilment strategies - Advanced

Managing export flows - Intermediate

Knowledge of Trade & Terms conditions - Advanced

Managing S&OP & IBP processes Intermediate

Managing carriers & 3PLs - Advanced

Managing master data - Intermediate

Customer Experience - Intermediate

 

Transversal Competency Requirements:

 

Improving Transversal Collaboration - Advanced

Building Business Acumen - Advanced

Developing Situational Leadership Skills - Advanced

Improving Decision-Making - Advanced

Sanofi Values

Act for patient 

Be Bold 

Aim Higher 

Lead Together

Pursue progress, discover extraordinary

Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.

At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!

Pursue progress, discover extraordinary

Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.

At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!